Scenario: reship an order |
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A fulfillment site associate contacted a CSR. The shipping company returned an order to the fulfillment site because the shipping address did not exist. The CSR must access the customer's order to verify the address, and if required, contact the customer to update the address. The CSR must also confirm that the items in the order are available for reshipment. Use Customer Service Center Provider Settings to configure provider settings to reship items in an order. |
Action |
The CSR performs the following to confirm the shipping
address and reship if necessary to the customer.
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Scenario: cancel an item on an order |
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A day after a customer placed an order on the website, the customer called Customer Service to cancel one of the items in the order. They were concerned that their credit card had already been charged for the items in the order. The CSR must locate the order and confirm its status to determine if payment has been captured and if the item has been shipped. |
Action |
The CSR cancels the item as follows:
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Scenario: apply an appeasement to an item on an order |
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A customer purchased a television for $500; however it arrived with a small scratch on the side panel. The distressed customer called to request a discount rather than repackage and return the television. The CSR must locate the order and apply a percent discount or dollar amount discount to the product cost. The CSR must confirm that the order is enabled for appeasements. |
Action |
The CSR provides the customer with a discount as
follows:
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Scenario: change a credit destination in an order |
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A customer placed an order over the phone. However, the payment method could not be authorized because the account number was invalid. The payment transaction status was Denied, and there was a balance due on the order. The order status was Waiting Authorization, and a system alert was noted on the Order details page. The Customer Service Representative must contact the customer (assuming this isn't considered a fraudulent situation) to request a different form of payment. |
Action |
The CSR obtains a valid payment method as follows:
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Scenario: even swap of an item in an order |
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A day after a customer placed an order for black shoes on the website, she called to change the order to the same shoes in red (a variation of the same master item). If the red shoes were not in stock, then they would take the black shoes. The CSR must locate the order, confirm that the current item has not shipped, and confirm the availability of the shoes in red. |
Action |
The CSR performs the even swap for the customer as
follows:
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Scenario: price change to an item on an order paid using a gift card |
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A customer purchased a television for $500 from the website using a gift card. However, two weeks later, the customer saw a competitor's advertisement offering the television for $400. Because the original merchant matches competitor prices for 30 days following the date of purchase, the customer requested a price change with the credit of $100 applied back on the gift card. The CSR must locate the order and make the price change for the customer. |
Action |
The CSR performs these steps to provide a discount on the
item for the customer:
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